Tips and tricks to help if you are having connection issues with your end-customers.
If you are having connection issues when you are launching ICwhatUC calls, this article provides some potential solutions.
Verify Browser
The first thing to check is the browser you are using to make ICwhatUC calls.
- If you are using a laptop or a desktop computer, you should be using Google Chrome to access the ICwhatUC web application.
- If you are using an Android or Windows tablet or phone, you should also be using Google Chrome to access the ICwhatUC web application.
- If you are using an iOS phone or tablet, you should be using Safari to access ICwhatUC.
Verify Hardware
The second thing to check is the hardware installed on your device. Log in to ICwhatUC and run a Hardware Test by pressing the Test session button from the landing page as shown below.
Reset Camera & Microphone Permissions During a Call
If you have run a successful Hardware Check, but are still having issues connecting with end customers, you can try resetting your web camera permissions within Google Chrome
Create the ICwhatUC call like normal, and hit the “Launch Call” button to join the call. Join the ICwhatUC video call. Once you are connected, click on the Lock Icon on the left side of the address bar.
Click on the dropdown beside the Camera, and toggle the camera button on/off.
Close the popup screen using the Close (X)
Your web browser will ask you to “Reload” the page. Click the “Reload” button.
You will now be asked to give permission to use your camera again. After you click allow, you can join the call, and it should work with fresh permissions.
Restart Your Device
If you are still having trouble successfully joining ICwhatUC, please try restarting your device.
Get Help
If you run out of options, please engage your local IT department to verify your hardware is working properly. You can also contact ICwhatUC support (support@icwhatuc.com) and we can conduct some test calls together.
